Cannot change email in My Kaspersky account ?

[Basamaca]

I received the email from my internet provider that it is shutting down and my email I used to log in to My Kaspersky account will cease to exist.

I tried to change email in My Kaspersky account/profile but I got the message: "The specified email address has been taken or reserved"

What should I do? I don't have any other email address. It's possible that I somehow entered that email that I want to update to. Should I sign out or delete the account? Will the license be lost if I delete the account? 

[Berny]

@Basamaca

Please contact Kaspersky Technical Support
https://support.kaspersky.com/b2c/#contacts 
1) Fill in the form
2) Did not find your answer ? Contact Customer Service

[Basamaca]

I couldn't send the filled form. Tried three times. Got the folllowing message:

"We did not manage to pass along your request to Customer Service.
Sorry, something went wrong. Please refresh the page and fill out the form once again."

Certainly a very helpfull and informtaive message.

[Berny]

Your submition is related to your exhausted e-mail account ?

[Basamaca]

No, e-mail account will retire in August this year. Now, it is still operational.

Weekend hours ?

[Berny]

@Basamaca

53 minutes ago, Basamaca said:

Please refresh the page

Did you try with another browser ?

[Basamaca]

Yes, I tried with Firefox and Microsoft Edge with same result: "We did not manage to pass along your request to Customer Service. Sorry, something went wrong. Please refresh the page and fill out the form once again."

It is unlikely that browser is the cause.

[Berny]

@Basamaca

Can you please try the Global portal → https://support.kaspersky.com/b2c/global#contacts   ?

[Basamaca]

Doesn't work either.

I would be grateful if someone could explain to me how the user can request support from Kaspersky when it is not possible via the web form, when there is no special email for support and when direct contact is limited to AI chat, which is useless.

[Berny]

@Basamaca

17 minutes ago, Basamaca said:

 email for support

You could try to submit your issue here 'support @ kaspersky.com' but the reply may  redirect you to the support portal 🤔

 

[Flood and Flood's wife]

Hello @Basamaca, 

1. As well as the advice from Moderator @Berny to use the Global portal, has a VPN been tried? 
2. Note - do NOT use the AI-BOT under any circumstances to submit the case. 
3. Please share with the Community - which location / region are you physically located in? 
4. Has a different computer OR perhaps a mobile phone been tried to use to submit the case to Kaspersky Customer Service - via the Global portal? 

Thank you🙏
Flood🐳+🐋

[Basamaca]

1. I don't even know what a VPN is. So I did not try.

2. Why?

3. Serbia, and it redirects me to local site in Serbian

4. No

[Flood and Flood's wife]

42 minutes ago, Basamaca said:

1. I don't even know what a VPN is. So I did not try.

2. Why?

3. Serbia, and it redirects me to local site in Serbian

4. No

Hello @Basamaca 

Thank you for the information!

1. Ok, thank you, a VPN hides a users originating IP address, using a VPN may help; IF (you're) not comfortable with VPNs or not familiar do not worry, it was only a suggestion. 
2. Because the AI-BOT is dumb & the AI-BOT can create situations exactly like (you're) experiencing right now - where the user is unable to submit the case. 
3. Thank you. 
4. Again, these options may be useful. 
5. The GLOBAL Kaspersky Support has an Email option - as shown in this image:  

6. Use this template, make sure to fill in (your) Kaspersky software from the drop-down list (A), the Request type (B) is as close as possible from a generic list - don't fret abt this - the most important thing is to get the case submitted, when that's done the Support team will be able to assist:  

7. OR use https://support.kaspersky.com/srl/b2c/rs#contacts        

8. Also note - AFTER submitting the case *successfully* - you'll receive an automated email with an incident-reference-number prefixed with INC0000, then within 5 to 7 business days a Kaspersky *human* will contact you - also by email. 

When the issue is resolved, please share the outcome with the Community? 

Thank you🙏
Flood🐳+🐋

Edited April 19 by Flood and Flood's wife
added 6 with template, 7 also with template & 8.

[Basamaca]

I filled the template exactly like in your step 6 and still without success. I have never seen yet a software vendor which prevents users from receiving support. 

The message I wanted to send via that web template is quite simple: 

"I tried to update email of my account on My Kaspersky because I received a note from ISP that it is shutting down and hence email I entered on My Kaspersky will cease to exist. Therefore, I need to update current email to a Gmail address  that will continue to be operational. When I tried that I got the message: "The specified email has already been taken".

Anyway this experience is frustrating. I have no choice but to wait until subscription expires and then I will uninstall Kaspersky Plus and switch over to free Microsoft Defender. 

Could you please tell me what would happen if I delete My Kaspersky account. Would I loose the license?

 

 

[Berny]

@Basamaca

4 minutes ago, Basamaca said:

if I delete My Kaspersky account would I loose the license?

Your Kaspersky application is linked with your license in your My Kaspersky account ...

[Basamaca]

What will happen regarding Kaspersky Plus application when my email I used to login to My Kaspersky account cease to exist ?

[Flood and Flood's wife]

19 minutes ago, Basamaca said:

Could you please tell me what would happen if I delete My Kaspersky account. Would I loose the license?

Hello @Basamaca, 

Thank you for posting back & the information!

This Kaspersky documentation explains the outcome of deleting a Kaspersky account: How to delete your account: 

You can delete your account and all associated information from the website. After deletion, a message containing information about connected applications and entered activation codes is sent to your email address. Be cautious, this operation cannot be undone.

This operation removes your account from the My Kaspersky website. All associated personal and payment data: about your order history, connected devices, solutions used, subscriptions and details of automatic subscription renewal — all this information will be unavailable after removal.

***Deleting account is unavailable if there are active subscriptions, that are managed in the account***

At the same time deleting your account doesn't affect any active subscription purchased on the site of one of our authorized resellers. These subscriptions will not be disabled and will remain active even after deleting your account.

Have (you) tried submitting a case with *another* email address that has NOT been used for any Kaspersky account/license/subscription/service & OR *create* a *new* email address - for example a GMAIL address - submit the case & explain to the support team (you're) unable to submit the case using (your) original email address? 

Thank you🙏
Flood🐳+🐋

Edited April 19 by Flood and Flood's wife
Deleting account is unavailable if there are active subscriptions, that are managed in the account.

[Basamaca]

Hello Flood,

Thank you for help and detailed informations.

Could you also tell me what would happen to the Kaspersky Plus application if my email address ceased to exist before I changed it to a valid one?

I came up with the idea of what would be the simplest solution. I will create a new Gmail address and with it I will replace the existing email address in My Kaspersky account, which will cease to exist because my email provider will shut down.

If that succeeds, the problem is solved and I don't need to submit the case.

To put it simple I plan to do the following: https://support.kaspersky.com/kpc/1.0/en-us/95242.htm 

Edited April 19 by Basamaca

[Basamaca]

Finally managed to solve the problem after making contact via chat with human from Kaspersky support.

There was another account which reserved the email I wanted to switch to. After deletion of this account it was possible to update email. 

 

[Flood and Flood's wife]

9 hours ago, Basamaca said:

Hello Flood,

Thank you for help and detailed information.

Could you also tell me what would happen to the Kaspersky Plus application if my email address ceased to exist before I changed it to a valid one?

I came up with the idea of what would be the simplest solution. I will create a new Gmail address and with it I will replace the existing email address in My Kaspersky account, which will cease to exist because my email provider will shut down.

If that succeeds, the problem is solved and I don't need to submit the case.

To put it simple I plan to do the following: https://support.kaspersky.com/kpc/1.0/en-us/95242.htm 

 

6 hours ago, Basamaca said:

Finally managed to solve the problem after making contact via chat with human from Kaspersky support.

There was another account which reserved the email I wanted to switch to. After deletion of this account it was possible to update email. 

Hello @Basamaca, 

You're most welcome! Thank you for the update, apologies we didn't reply - we signed off after our last post to you - it had been a long day. 

We're delighted to read you've resolved the issue successfully, well done!!

Thank you🙏
Flood🐳+🐋